Sharon Vargas Paniagua
Patient Contact Analyst
Heredia, San Antonio, Belen
Summary
Rational customer service with 4 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into customer satisfaction. Knowledgeable innovator known for recommending new opportunities to enhance customer experience and introduce new ways to improve this experience.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Customer Service Representative
Bill Gosling Outsourcing
Heredia
02.2021 - 05.2021
- Manage inbound and outbound client phone calls and email inquiries
- Attention to customers' concerns and preparing appropriate responses to their issues via email address and over the phone with an empathetic, professional and positive attitude
- Responsible for updating customer accounts, processing transactions and responding to their financial inquiries
- Maintained a Quality Assurance score above requirements and had zero instances of any sort of compliance concerns
- Mentoring new hires with the client product.
Customer Service Supervisor- Escalations Support
Bill Gosling Outsourcing
Heredia
06.2021 - 07.2023
- Maintaining customer relations and analyzing customer information, provide feedbacks to call center representatives in regard to customers questions, complaints and troubleshoot problems with service
- Ensuring agents understand and comply with all call center objectives, performance, standards, and policies.
Patient Contact Analyst
3M
Heredia , Belen
09.2023 - Current
- Obtain the return of rental equipment from patients within 60 days of discharge.
- Completes outbound calls and handle inbound calls.
- Identifies additional contact numbers when necessary.
- Interacts with patients, home health agencies, and doctors offices to obtain information needed and return of rental unit via incoming calls to the department hunt group, outgoing calls written correspondence/email.
- Enter detailed order notes documenting course of action taken in multiple systems.
- Maintains assigned worklists in a timely and efficient manner.
- Perform additional duties at a higher skill level in order to complete attempts on the worklists.
- Review all work queue in the database to ensure orders are being worked timely and properly.
- Participle in any and all reasonable work activities assigned and deemed appropriate by management including but no limited to over time.
- Understand and comply with HIPPA regulations.
- Scheduled the return of rental units and as such requires constant computer and phone number usage (over 99%), including repeated computer keyboarding.
Education
Technician -
IFA
01.2020 - 12.2022
Middle Technician in Industrial Electronics - undefined
Colegio Técnico Profesional San Pedro de Barva
12.2019 - undefined
Skills
Finance
undefinedCertification
English A1-C1- Intercultura certified, 2022
Additional Information
Manage inbound and outbound client phone calls and email inquiries. Attention to customersʼ concerns and preparing appropriate responses to their issues via email address and over the phone with an empathetic, professional and positive attitude. Responsible for updating customer accounts, processing transactions and responding to their financial inquiries. Maintained a Quality Assurance score above requirements and had zero instances of any sort of compliance concerns. Mentoring new hires with the client product. Maintaining customer relations and analyzing customer information, provide feedbacks to call center representatives in regard to customers questions, complaints and troubleshoot problems with service. Ensuring agents understand and comply with all call center objectives, performance, standards, and policies.
References
Kenny Sanchez Alfaro, Bill Gosling Outsourcing, +506 8764 6343, kenny_s_a@hotmail.com
Luigi Travierso, 3M, +506 8361 5203, ltravierso@mmm.com.
Timeline
Patient Contact Analyst
3M
09.2023 - Current
Customer Service Supervisor- Escalations Support
Bill Gosling Outsourcing
06.2021 - 07.2023
Customer Service Representative
Bill Gosling Outsourcing
02.2021 - 05.2021
Technician -
IFA
01.2020 - 12.2022
Middle Technician in Industrial Electronics - undefined
Colegio Técnico Profesional San Pedro de Barva
12.2019 - undefined
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